Customer Support Specialist (B2B)

📋 Description

• Perform order entry, modifications, and updates in Shopify and internal systems.
• Process remakes, replacements, and credit requests accurately while meeting SLAs.
• Investigate missing, damaged, incorrect, or delayed deliveries and coordinate resolutions.
• Monitor active orders and proactively communicate updates to customers.
• Partner with Logistics, Fulfillment, and Operations to resolve order issues.
• Manage inbound tickets, emails, and live chat; meet SLAs and maintain accuracy.

🎯 Requirements

• 3+ years in Customer Support, Client Services, Customer Success, or similar roles.
• Experience managing high-volume inboxes and live chat.
• Strong written and verbal English communication skills.
• Experience with HubSpot or similar CRM and Shopify or order management systems.
• Proficiency with Google Workspace, Slack, and MS Office.
• Attention to detail, ownership, organization, prioritization, and problem-solving; able to work remotely.

🎁 Benefits

• Remote LATAM role.
• Nice to have: experience with B2B/Enterprise, Hospitality, Healthcare, Education, or Institutional clients.
• Experience in Food, Logistics, Fulfillment, Subscription, or E-commerce sectors.
• Experience managing a portfolio of customer accounts and collaborating with Operations, Supply Chain, or Logistics teams.
• Familiarity with HubSpot, Shopify, Zendesk, or Gorgias platforms.